Almost 15 year verizon customer here. Sorry for the long post but I wanted to advise the community of a horrible experience I had with Verizon. I recently took advantage of the trade-in offer to upgrade my wifes iphone 13 mini by trading in for a iphone 16 and upgraded our plan to the Unlimited Welcome plan which resulted in a lower bill. So I ordered the new phone online and was charged a $75 upgrade fee, and then I waited for the phone to ship to my home. A couple weeks later the order status was unchanged and "still processing" so I chatted with someone online and I was told that the order was never processed or shipped due to an unspecified "technical problem". Did Verizon ever notify me that there was a problem with order? NO!
Then agent told me they needed to cancel the existing order, and they would refund my $75, but I needed to start a completely new order and Pay ANOTHER $75 for another phone. I complained vigorosly and they agreed to take $35 off the new $75 fee. That is unfortunate but oh well, He also told me this time the phone would need to be shipped to a Verizon store (about an hour away) and not to my home. Kind of inconvenient but at this point I just want to put this all behind me.
So a couple days later I picked up the new phone, all good. After about another week however, I still did not see the refund of the original $75 (initially told it would be 3-4 business days), so I chatted with someone again and they told me it would actually be 5-7 business days. Okay the weekends and all so I gave it another week, still no refund.
Today I chatted again with an agent who after checking for LONG TIME, informed me that the refund was never processed or issued and in fact was REJECTED because their system showed there was NO ORDER. I guess that was the "technical problem" referred to initially. Verizon certainly processed my payment quickly. However did they ever notify me my refund was rejected and not issued? NO!
Finally after a lot more discussion I was able to get verizon to deduct the $75 missing refund from my current bill. I also asked for some sort of courtesy adjustment to my bill due to all the problems with my initial order and the hours of time I spent (wasted) online trying to figure out : 1) what happened to my initial order and 2) what happened to the missing refund. But no dice, the agent told me they "dont do that", even though I have been with verizon for almost 15 years.
So buyers beware, I will be looking for a new mobile provider very soon.
Start a new topic or ask questions in the open forum.
